Question

Pinnacle Travel is about to implement an improved call center system that features a significantly different user interface from the existing system and increases automation of customer interactions. Which two of the following would most likely concern employees as a result of the improved system?

Answer 1

Employees at Pinnacle Travel may be concerned about job security and the need for training and adaptation due to the improved call center system.

Step-by-step explanation:

Employees at Pinnacle Travel might be concerned about two main aspects of the improved call center system:

1. Job Security: The increased automation of customer interactions could lead to a reduction in the number of employees needed. As more tasks are automated, employees may worry about the possibility of layoffs or job loss.
2. Training and Adaptation: The significantly different user interface of the new system may require employees to undergo training to learn how to navigate and use the system effectively. Some employees may find this challenging and be concerned about their ability to adapt to the changes.

Employees at Pinnacle Travel might be concerned with the user interface changes and the increase in automation of customer interactions following the implementation of a new call center system. The significantly different user interface could cause concerns regarding the need for retraining, adapting to new procedures, and possible reduction in ease of performing their jobs.

Meanwhile, increasing automation could lead to fears about job security, reduction in staff, or the devaluation of human interaction in their roles. Employees accustomed to the current system may require a period of adjustment and reassurance about their place in the new working environment.